Website:
friska.ai
Job details:
Position: Customer Support Associate
Location: Tirupati (APEITA IT Park) – Initially Remote, then Onsite
Type: Full-Time
Experience: 0–2 years (Freshers with excellent communication skills are welcome)
Shift: US Shift (EST Time Zone) / IST Shift (as per business requirements)
About HFWL
HFWL Company is a next‑generation global HealthTech & AI ecosystem, redefining healthcare through intelligent automation and AI‑driven communication. We are building connected, equitable healthcare systems that empower clinicians, patients, and operational workflows.
We are establishing our first India office in Tirupati, Andhra Pradesh, and are looking for passionate customer support professionals to join our team and support our US‑based clients.
Role Overview
We are seeking a Customer Support Associate to join our team. In this role, you will be the first point of contact for our US‑based clients, providing exceptional support across our AI‑powered healthcare platforms. You will handle inbound and outbound calls, emails, and chat interactions, ensuring that customer inquiries are resolved promptly and professionally.
Work Model:
- Initial 2–3 months: Remote (work from home)
- Subsequently: Onsite at our APEITA IT Park office in Tirupati
Shift: US Shift (EST Time Zone) – fixed. (IST shift may be considered during training or specific business requirements, if needed.)
This role is ideal for candidates with excellent English communication skills who are passionate about customer service and eager to build a career in the healthcare technology sector.
Key Responsibilities
- Customer Interaction: Handle inbound and outbound calls, emails, and chat communications with US‑based customers, addressing their inquiries, requests, and concerns in a timely and professional manner.
- Issue Resolution: Diagnose and resolve customer issues, providing accurate information and effective solutions while ensuring high customer satisfaction.
- Documentation: Accurately document all customer interactions, inquiries, and resolutions in the CRM system for tracking and reference.
- Escalation: Identify and escalate complex or unresolved issues to the appropriate internal teams, ensuring timely follow‑up and closure.
- Product Knowledge: Develop a strong understanding of HFWL's AI platforms to effectively support customers and guide them through product features and functionalities.
- Customer Satisfaction: Maintain a high level of professionalism, empathy, and service quality in all customer interactions.
- Collaboration: Work closely with internal teams (product, technical, and operations) to ensure seamless customer experience and continuous improvement.
- Adherence to Processes: Follow established protocols, shift schedules, and service level agreements (SLAs) to meet performance targets.
Qualification and Requirements
- Education: Any degree (Bachelor's preferred). Freshers are welcome to apply.
- Experience: 0–2 years of experience in customer service, voice process, or a related field is a plus but not mandatory.
- Communication Skills: Excellent verbal and written English communication skills – mandatory. Candidates must have a clear, neutral accent and the ability to articulate complex information effectively.
- Customer Orientation: Strong customer‑focused mindset with the ability to handle queries with patience, empathy, and professionalism.
- Problem‑Solving: Ability to think on your feet, troubleshoot issues, and provide practical solutions.
- Technical Aptitude: Basic computer literacy and familiarity with CRM tools, email, and chat platforms. Proficiency in using customer service software is a plus.
- Shift Flexibility: Willingness to work in US shift (EST) from our onsite office in Tirupati.
- Remote Readiness: Own laptop/desktop and reliable internet connection for the initial remote period.
- Teamwork: Excellent collaboration skills and the ability to work effectively in a team environment.
What We Offer
- Work Environment: Be part of a fast‑growing HealthTech startup with a global footprint.
- Career Growth: Opportunity to build a career in the healthcare technology sector with potential for growth within the organisation.
- Compensation: Competitive salary (to be discussed based on experience and qualifications).
- Learning & Development: Exposure to cutting‑edge AI platforms and direct client interaction.
How to Apply
Click Easy Apply on LinkedIn or send your resume to hr@hfwl.ai with the subject line: "Application – Customer Support Associate".
Click on Apply to know more.